Type your keywords in the search box above


Head: Collections


The Head: Collections is responsible to lead and provide direction in the implementation and execution of sound collection strategies and business processes. The Incumbent of this role takes the lead in managing all aspects of Tenacity Collection Operations to meet established objectives for growth and profitability.

Job requirements: 


  1. Implement Operational Collections Strategy initiatives
    • Provide input into operational collections strategies which is aligned with industry standards and the achievement of collections objectives
    • Implement and monitor operational Collections Strategies
    • Report on performance against set targets
    • Develop and constantly refine operational strategies to achieve collections targets
    • Monitor and update operational strategies and targets
    • Set daily, weekly and monthly operations targets in alignment with business strategies and in support overall Collections Strategy
    • Ensure that dialler strategies compliment the Risk collections strategies


  1. Collections Operations
  • Measure and monitor Collections performance
  • Set clear performance objectives for the Collections Departments ensuring that targets are achieved
  • Align communication strategies with operational objectives
  • Daily, weekly and monthly tracking of relevant performance metrics
  • Optimise collections processes, systems and tools
  • Improve NPL’s and Bad Debt performances are minimized within set targets


  1. Measurement and reporting on Collections results
  • Monitor and measure collections performance and dialler performance
  • Daily, weekly and monthly tracking of relevant performance metrics
  • Review collections reports to ascertain status of collections and outstanding balances
  • Report on all Collections results and the disposition of other significant collection efforts each month
  • Collaborate and consult with BI Analysts to develop monitoring and reporting templates/dashboards to monitor and report on collections performance


  1. Financial Management
    • Responsible for all expenses and Capex budgets related to Collections
    • Identification, reporting and monitoring of risk in the collections function and throughout the business
    • Identification, reporting of and monitoring of risk in Collections


  1. Leadership & People Management
    • Lead and direct Collections performance targets in support of the business objectives
    • Conduct regular management meetings to ensure high level of communications, teamwork, integration, motivation, training and productivity
    • Engage, coach and develop direct reports
    • Maintain a department structure and capacity (knowledge and skill) sufficient to meet all operational targets
    • Build and maintain an engaged culture that ensures customers are increasingly satisfied with their Tenacity interactions and employees are motivated, empowered and skilled to deliver efficient service
    • Ensure safe and healthy work environment for all employees within Collections Operations
    • Identify high potential staff and actively support their training and development
    • Implement and maintain the Performance management policy and procedure
    • Maintain discipline in Collections in accordance with policies and procedures
    • Reward and recognise behaviour that supports the Tenacity culture and values


Functional/ Technical Competencies

  • Good working knowledge of credit/retail/financial products
  • Understanding of Collections at an operations and strategic level
  • Understanding and knowledge of applicable legislation (NCA, DCA, etc.)


Behavioural Competencies

  • Excellent written and verbal communication skills
  • Resilience and adapting to change
  • Confidence and decisiveness
  • Building sound relationships
  • Influence and Persuasion
  • Attention to detail
  • Strategic Planning and thinking
  • Information gathering and problem analysis
  • Numerical and analytical skills


Experience & Qualification

  • Grade 12 with a Degree in Business Management and/or related discipline
  • 8 years’ experience within a Collections Operations environment of which at least 5 years should be in a Senior Management role
  • Experience within a Contact Centre environment is required
  • Experience within a Financial Services and/or retail credit environment
  • Experience in the operational management of an inbound and outbound call centre


Reference Number: 



Tenacity Financial Services


Western Cape




Market Related

Job Type: 



Call Centre


Latest Articles

Traditional learning versus online learning differs greatly.

For many students, it can be quite challenging to maintain and stick to a budget plan.

In today’s corporate working environment, leaders are becoming more aware of the importance of empowering women in the workspace.

One of the most frustrating phrases that many graduates are told is to “follow your passion”.

A reference refers to a former manager or supervisor that speaks about your work experience, working habits, character and skills.